How to fix transaction errors in Samsung Wallet

If you're having problems making a transaction in Samsung Pay, it could be based on several different factors. For example, a transaction may not go through if you have a weak internet connection.

A customer making a contactless payment with Samsung Wallet at a cafe.

How to fix transaction errors in Samsung Wallet

Important

Samsung Pay will not work with card readers that do not support NFC or MST. These types of card readers are commonly found at gas stations (pump stations), bus and train stations, and vending machines.

Check if there is an issue with your card.

If you receive a transaction error on the cashier's payment terminal, make sure there isn't an issue with your credit or debit card, such as insufficient funds. If needed, contact the card's issuer.

Once the payment information is sent to the terminal, the transaction is now between the merchant and the card's network (i.e., Visa, MasterCard, or American Express). It is not the responsibility of Samsung Pay.

Place the phone correctly.

Make sure you are placing your phone or smart watch in the right spot when making a transaction. Place it right above the card reader, or near where you would normally swipe or insert a physical card.

Some card readers will have a contactless reader symbol that will let you know where to place your phone or watch.

A Galaxy phone positioned near a card reader for MST payment.

MST Phone Placement

A Galaxy phone held in front of a tall card reader for MST payment.

MST Phone Placement

A Galaxy phone positioned in front of a payment terminal for MST payment.

NFC Phone Placement

A Galaxy phone held in front of a payment terminal screen for MST payment.

MST Phone Placement

A Galaxy phone positioned near a card reader for NFC payment.

NFC Phone Placement

A Galaxy phone held in front of a tall payment terminal for NFC payment.

NFC Phone Placement

A Galaxy phone positioned in front of a payment terminal with a display for MST payment.

MST Phone Placement

A Galaxy phone held in front of a large payment terminal screen for NFC payment.

NFC Phone Placement

A Galaxy phone held over a payment terminal for contactless payment.

MST Phone Placement

NFC Phone Placement

MST Phone Placement

NFC Phone Placement

MST Phone Placement

NFC Phone Placement

MST Phone Placement

NFC Phone Placement

MST Phone Placement

NFC Phone Placement

Make sure the NFC feature is turned on.

Samsung Pay Turning on NFC feature

Make sure the NFC feature is activated on your phone or watch when making a transaction. If it isn't, you may receive a transaction error because the payment terminal and your device will not be able to communicate.

To enable the feature on your phone, swipe down from the top of the screen using two fingers to open the Quick Settings panel. Then, swipe to and tap the NFC icon.

To enable the feature on your watch, swipe down from the top of the screen to open the Quick Settings panel, and then swipe to and tap the NFC icon.

Remove your phone's case or cover.

If you are using a third-party (non-OEM) case on your phone, you may have trouble making a payment. A very thick case or cover can block the signal between the phone and the payment terminal.

If you are having trouble making a payment with Samsung Pay, remove the case or cover and try again.

Check your network connection.

If you receive a "No network connection" or "Network problem occurred" error message while using Samsung Pay, make sure your phone or watch is connected to Wi-Fi or mobile data.

If the problem continues, try restarting your phone. This can help reestablish a connection with your Wi-Fi network or mobile service provider.

Contact Samsung Pay support.

If you continue to experience problems in the app after following the above steps, you can contact Samsung Pay for assistance.

First, open Samsung Pay on your phone. Tap Menu (the three horizontal lines), and then tap Help. To send an email inquiry, tap Contact us.

You can also call +1 844-SAM-PAYS (726-7297).

Contact Samsung Support

Contact us online through chat and get support from an expert on your computer, mobile device or tablet. Support is also available on your mobile device through the Samsung Members App.

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